We’re committed to providing the highest quality of service to all our customers, and we believe it’s important to make our service commitments readily available to you. If your flight operated by Air Canada, Air Canada Rouge or Air Canada Express was disrupted, we’re here to assist and provide you with some helpful resources.
Overview
The Canadian Transportation Agency has defined rules under the Air Passenger Protection Regulations that determine when you are eligible for compensation due to a flight delay that causes a late arrival at your final destination.
The final determination of the arrival delay reason by our team can take 72 hours after you reach your final destination, and is not necessarily the same as a departure delay. Due to other events/factors that may have impacted your journey, the reason for the delay can change between the departure and the arrival, and may be different from what you were advised of previously.
Communicating with you
When there is a departure delay of more than 15 minutes on an Air Canada, Air Canada Rouge or Air Canada Express flight, we will keep you informed by email or text if you have provided your contact information at the time of booking or check-in. You can also check your flight status online or via the Air Canada app at any time.
Determining compensation eligibility
Compensation eligibility is based in part on the arrival delay reason, which may not necessarily be the same as the departure delay reason. The final confirmation of the arrival delay may take 72 hours, as we have to investigate and confirm all of the facts that contributed to the flight disruption. Once the final arrival delay reason is confirmed, it will be loaded into our Compensation Eligibility Tool, which takes into account all of the eligibility factors that determine compensation eligibility. Find out more information about compensation eligibility.
You can check for compensation eligibility by filling out the Compensation Eligibility Tool 72 hours after your flight has arrived at its final destination. All you have to do is enter your booking reference number, your first and last name, and the date of your flight with the disruption.
Why delay reasons may change
There may be other events/factors that impact your journey that may not be immediately obvious at the time the departure delay is communicated. What may initially appear to be a catering issue (within our control) may actually be the result of runway construction which impeded the catering vehicles (outside of our control). As such, the reasons for the delay may change between the departure and the arrival. Our team investigates every delay to determine the root cause of your arrival delay. Each investigation to determine the final arrival delay can take 72 hours after you reach your final destination, whether you have a direct flight or multiple connections.
Example of a delay reason change
Flight AC123 is delayed by 1 hour and 15 minutes at departure due to planned maintenance work that is taking longer than expected. Then after departure, the inflight journey is further delayed by an additional 2 hours and 30 minutes due to bad weather near the arrival airport. Once the flight arrives at its destination, the final overall arrival delay of 3 hours and 45 minutes (1h 15min + 2h 30min) would be attributed to the weather, rather than the maintenance issue, hence requiring a change to the final delay reason for late arrival.
Additional Recourse
If you feel that we have not resolved your issue to your satisfaction, you may also contact the Canadian Transportation Agency (CTA) by visiting their website at otc-cta.gc.caExternal site which may not meet accessibility guidelines and/or language preferences. or by calling 1-888-222-2592.
Compensation eligibility
Below are key eligibility factors to help determine if your arrival delay is eligible for compensation.
Key eligibility factors:
- The final assessment for your arrival delay at final destination must be within Air Canada’s control and not related to safety. Learn more.
- The arrival delay at your final destination is three hours or more from your scheduled time of arrival. Learn more.
- The final arrival delay reason on an itinerary with multiple flights is determined by the most significant contributing factor. Learn more.
The final assessment for your arrival delay must be within Air Canada’s control and not related to safety
The final assessment of the reasons for a flight disruption is determined after the flight has arrived at the final destination, and is not necessarily the same as a departure delay. Since the reason for the delay may evolve as our team evaluates new data and information, the arrival delay reason may be different from what you were advised previously. Determining the root cause can take 72 hours after you reach your final destination.
Once a root cause is determined after arrival, each delay is given an associated reason. When you file a compensation request, an assessment is then made of the root cause of your delay at arrival at final destination, taking into account your entire itinerary, and a determination is made of whether your arrival delay was controllable or required for safety. As per the Air Passenger Protection Regulations, Air Canada must provide compensation for arrival delays that are within our control and not due to safety.
- Arrival delays within Air Canada’s control, which could include additional time needed for catering, or a crew scheduling error. These delays are eligible for compensation (subject to other factors also outlined on this page).
- Arrival delays within Air Canada’s control but required for safety purposes, which could include an unforeseen maintenance issue with the aircraft that affects the safe operation of the flight. These delays are not eligible for compensation.
- Arrival delays outside of Air Canada’s control, which could include meteorological conditions, an illness of a crew member or passenger, or restrictions imposed by the airport or air traffic control. These delays are not eligible for compensation.
Example: You are scheduled to depart from Vancouver at 8:00 AM for a flight arriving in Quebec City at 6:00 PM, with a stopover in Toronto. Unfortunately, once you reach Toronto at 3:30 PM, your connecting flight at 4:30 PM to Quebec City is delayed by five hours due to weather which is outside Air Canada’s control. Your rescheduled flight leaves Toronto at 9:30 PM, arriving in Quebec City at 11:00 PM, five hours after your scheduled time of arrival.
Compensation eligibility: In this example, you would not be eligible for compensation. Although you reached your final destination (Quebec) five hours after your scheduled arrival time (11:00 PM vs 6:00 PM), the reason associated with your delay (weather) was not within Air Canada’s control.
Note that the assessment and final determination of the root cause and compensation eligibility may take 72 hours after you reach Quebec City.
The arrival delay at your final destination is three hours or more from your scheduled time of arrival
You are only eligible for compensation if you arrive at your final destination three hours or more after your scheduled time of arrival (six hours between March 13 and June 30, 2020), and the reason for the delay was within Air Canada’s control.
Example: You are scheduled to depart Toronto at 6:00 PM for a direct flight arriving in Montreal (final destination) at 7:00 PM. Unfortunately, your flight is delayed and you end up arriving at 9:35 PM.
Compensation eligibility: In this example, you would not be eligible for compensation as the delay was two hours and 35 minutes, irrespective of the reason for the delay.
The final arrival delay reason on an itinerary with multiple flights is determined by the most significant contributing factor
Unfortunately, there can be scenarios in which multiple flights on an itinerary can be delayed, with differing reasons. Whenever there are multiple delays, the eligibility for compensation is based on the disruption with the most significant contributing factor.
Example: : You are scheduled to depart Montreal at 7:00 AM for a flight arriving in Vancouver at 2:30 PM, with a stopover in Calgary. Unfortunately, your flight is delayed by one hour due to a catering issue (within Air Canada’s control), causing you to miss your connecting flight, which was scheduled for 1:00 PM. Once you reach Calgary, your rescheduled flight departing at 3:00 PM is also delayed by three hours due to weather in Calgary (outside Air Canada’s control). Your rescheduled flight departs Calgary at 6:00 PM, arriving in Vancouver at 7:30 PM, five hours after your scheduled time of arrival.
Compensation eligibility: In this example, you would be eligible for compensation, as it would be determined that although the delay associated with your second flight was longer (three hours), the most significant contributing factor was the delay associated with your first flight due to a catering issue. The initial delay of one hour in Montreal, caused you to miss your connecting flight in Calgary. Since the delay in Montreal was within Air Canada’s control, and not related to safety, you would be eligible for compensation, as you arrived five hours after your scheduled arrival time (2:30 PM vs 7:30 PM).
Note that the assessment and final determination of the root cause and compensation eligibility may take 72 hours after you reach Vancouver.
Additional conditions that need to be met to qualify for compensation
✓
We notified you of the disruption within 14 days in advance of your flight
If you received a notification of your flight disruption more than two weeks before your flight, you are not eligible for compensation.
✓
Your flight disruption was less than one year ago
If you experienced a flight disruption, you have exactly one year from the date of your flight to submit a request for compensation.
✓
You have not been paid denied boarding compensation
You can only apply for compensation once for a flight disruption. For example, you are denied boarding and rebooked on the next available flight, which results in a delay of more than three hours. The compensation you receive for the denied boarding would not make you eligible for compensation for the arrival delay.
✓
You have not been paid under another passenger compensation regime outside of Canada for the same event
If you have already received compensation for a flight disruption under another passenger rights regime, you cannot apply again for the same event. For example, if you receive compensation under Europe’s EC Regulation No. 261/2004, you are not eligible for compensation under the Canadian Air Passenger Protection Regulations (APPR).
For more information about your passenger rights under government regulations such as the Canadian Air Passenger Protection Regulations (APPR) and Europe’s EC Regulation No. 261/2004, please visit aircanada.com/passengerrights.
Frequently asked questions
Why is there a change in the reason for my arrival delay?
The assessment of the reason for a delay may change between your departure and your arrival at final destination. The reason for your arrival delay depends on the various events/factors that have impacted your journey. Our team investigates every arrival delay to determine its root cause, and that may not necessarily be the same as a departure delay previously communicated to you.
No matter if you have a direct flight or multiple connections, the final assessment can take 72 hours after you reach your final destination. While we don’t communicate the final arrival delay reason after a flight disruption, you can contact us after the specified time to confirm the determination of the root cause, and whether or not you are eligible for compensation.
What is the compensation amount for arrival delays?
The following compensation amounts apply:
Length of arrival delay | Amount (CAD) |
---|---|
3 - 6 hours | $400 |
6 - 9 hours | $700 |
9+ hours | $1,000 |
How can I check if I am eligible for compensation?
You are eligible for compensation if you arrived late at the final destination by more than three hours, and a final assessment determines that the most significant contributing factor was within our control and not related to safety, and if we notified you of the disruption 14 days or less in advance.
To make things easier, we have created a helpful Compensation Eligibility Tool to determine compensation eligibility. All you have to do is enter your booking reference number, your first and last name, and the date of your flight. You can access the tool 72 hours after your arrival at your final destination to find out whether or not you may be eligible for compensation. Note that due to other events/factors that may have impacted your journey, the reason for your arrival delay can evolve between your departure and your arrival and may be different from the reasons for a departure delay you were notified of previously.
If the Compensation Eligibility Tool states that you may be eligible for compensation, you can submit your claimExternal site which may not meet accessibility guidelines and/or language preferences. for consideration.
Meals and accommodation
Who is eligible during a flight disruption?
When a flight is disrupted due to reasons within our control, including those reasons required for safety purposes, you are eligible for meals if you meet the following criteria, and providing this does not further delay your travel plans:
- You are informed less than 12 hours before the departure time
- You have waited two hours after the departure time on your ticket
What am I eligible for during a flight disruption?
- Food and drink in reasonable quantities
- Electronic means of communication (e.g., free Wi-Fi)
- If you are required to stay overnight due to alternative flight arrangements, a hotel or comparable accommodation will be provided, subject to availability, and within a reasonable distance from the airport, along with transportation to the hotel or to the comparable accommodation, and back to the airport.
How can I access these amenities during a flight disruption within Air Canada’s control?
To receive your meal, transportation, or hotel vouchers, please speak with one of our agents at the gate or customer service desk.
Good news! At select airports, we’re testing a new system to help make flight disruptions a little easier. If you’re eligible*, our new automated process means meal, transportation, and/or hotel vouchers are sent directly to you via email or SMS.
How does it work? For meal vouchers, you’ll get an email or SMS from Air Canada with your vouchers and instructions on where and how to use them. These vouchers are valid for 72 hours from when you receive them. Just remember, you need to use meal vouchers at the airport where your flight disruption occurred. For hotel vouchers, simply click the link in your email or SMS and follow the steps to book your stay. Transportation vouchers are sent the same way only if there is no shuttle service listed for your selected hotel.
Important: during this trial phase, some passengers may still need to see an agent to receive their meal, transportation or hotel vouchers.
*This trial applies exclusively to customers experiencing a flight delay or cancellation at specific airports.
How to rebook your flight
Overview
When your flight is disrupted by three hours or more, we will try to rebook you and will advise you if you have provided your contact information. If you are already at the airport and have additional questions, you can also speak with an Air Canada representative at the gate or customer service desk.
We will attempt to rebook you on the next available Air Canada, Air Canada Rouge, or Air Canada Express flight, or with one of our partner airlines first, or with an alternate airline, as specified under the Air Passenger Protection RegulationsExternal site which may not meet accessibility guidelines and/or language preferences..
It is important to let us know if you are not satisfied with your alternate travel arrangements, so that we may look for an alternate solution. You can:
- Contact us anytime
- Speak with an Air Canada representative at the gate or at the customer service desk if you are already at the airport.
Do you prefer to no longer travel?
If none of the rebooking options provided to you accommodate your needs, and your flight is disrupted by three hours or more, or cancelled, you can request a refund the unused portion of your ticket. If your travel no longer serves a purpose as a result of the delay or cancellation, we can also return you to your point of origin and you can request a refund for the used portion.
If the flight disruption is within our control, you will be eligible to receive $400 in compensation under the Air Passenger Protection RegulationsExternal site which may not meet accessibility guidelines and/or language preferences..
Find out more about Air Canada’s Refund and Cancellation Policy.
Would you like to make a change yourself?
If you booked directly with Air Canada (including aircanada.com, the Air Canada Mobile App, and our Contact Centres), Air Canada for Business, Aeroplan or Kayak, Google Flights, and Skyscanner, you can change or cancel your booking by visiting My Bookings.
You may also modify your reservation if you received a self-serve rebooking link from us via email.
If you booked with a travel agent or any online travel agency (for example, Expedia or Priceline), kindly contact them directly for changes or cancellations. Each partner has a unique booking system that we are unable to access in order to adjust your booking.
If you booked with Air Canada Vacations, please visit their website for available contact options.
Overview
The Canadian Transportation Agency has defined rules under the Air Passenger Protection Regulations that determine when you are eligible for compensation due to a flight cancellation that causes an arrival delay at your final destination.
The final determination of the arrival delay reason due to a cancellation is assessed by our team 72 hours after your reach your final destination. The final flight cancellation reason may differ from what would have been originally communicated due to previous unknown events/factors that may have contributed to the cancellation of your flight.
Communicating with you
When there is flight cancellation on an Air Canada, Air Canada Rouge or Air Canada Express flight, we will always keep you informed by email or text if you have provided your contact information at the time of booking or check-in. You can also check your flight status online or via the Air Canada app at any time.
Determining compensation eligibility
It’s important to note that compensation eligibility for your arrival delay due to a cancellation can take 72 hours, as we need to investigate and confirm the facts that contributed to the flight disruption. Once the final cancellation reason is confirmed, it will be loaded into our Compensation Eligibility Tool, which takes into account all of the eligibility factors and your entire itinerary, to determine compensation eligibility.
Find out more information about compensation eligibility.
To determine compensation eligibility, fill out our helpful Compensation Eligibility Tool. All you have to do is enter your booking reference number, your first and last name, and the date of your flight cancellation.
Additional Recourse
If you feel that we have not resolved your issue to your satisfaction, you may also contact the Canadian Transportation Agency (CTA) by visiting their website at otc-cta.gc.caExternal site which may not meet accessibility guidelines and/or language preferences. or by calling 1-888-222-2592.
Compensation eligibility
The Air Passenger Protection Regulations determine when a customer is eligible for compensation due to a flight cancellation.
Key eligibility factors:
- The arrival delay due to the cancellation causes you to arrive at your final destination three hours or more after your scheduled time of arrival. Learn more.
- The final assessment for the cancellation that causes the arrival delay must be within Air Canada’s control and not related to safety. Learn more.
- The cancellation reason on an itinerary with multiple flights is determined by the most significant contributing factor. Learn more.
The arrival delay due to the cancellation causes you to arrive at your final destination three hours or more after your scheduled time of arrival
You are only eligible for compensation if you arrive at your final destination by three hours or more after your scheduled time (six hours between March 13 and June 30 2020), and the final assessment determines that the reason was within Air Canada’s control.
Example: Your direct flight from Ottawa to Toronto (final destination) is scheduled to depart at 12:00 PM and arrive in Toronto at 1:00 PM. Unfortunately, the flight is cancelled due to a planned mechanical repair on the plane (within Air Canada’s control). Your rescheduled flight departs at 4:00 PM, arriving in Toronto at 5:00 PM, four hours after your scheduled arrival time.
Compensation eligibility: In this example, you would be eligible for compensation as the cancellation was within Air Canada’s control, causing an arrival delay of four hours (1:00 PM vs 5:00 PM).
The assessment and final determination of the root cause and compensation eligibility would take 72 hours after you reach Toronto.
The final assessment for the cancellation that causes the arrival delay must be within Air Canada’s control and not related to safety
Once a root cause for the cancellation is determined, it is given an associated reason, and a determination is made of whether it was controllable or required for safety. Air Canada is only responsible for disruptions that are within our control and not due to safety.
- Cancellations within Air Canada’s control, which could include a crew scheduling error or equipment availability. These cancellations are eligible for compensation (subject to other factors also outlined on this page).
- Cancellations within Air Canada’s control but required for safety purposes, which could include an unforeseen maintenance issue with the aircraft that affects the safe operation of the flight. These cancellations are not eligible for compensation.
- Cancellations outside of Air Canada’s control, which could include a government travel advisory including COVID-19, meteorological conditions, or an illness of a crew member or passenger. These cancellations are not eligible for compensation.
Example: You are scheduled to depart from Regina at 8:00 AM for a flight arriving in Vancouver at 12:30 PM, with a stopover in Calgary. Unfortunately, once you reach Calgary at 9:30 AM, your connecting flight at 11:00 AM to Vancouver is cancelled due to weather (outside Air Canada’s control). Your rescheduled flight departs Calgary at 3:00 PM, arriving in Vancouver at 4:30 PM, four hours after your scheduled time of arrival.
Compensation eligibility: In this example, you would not be eligible for compensation. Although you reached your final destination (Vancouver) four hours after your scheduled arrival time (4:30 PM vs 12:30 PM), the reason associated with your cancellation (weather) was not within Air Canada’s control.
The assessment and final determination of the root cause and compensation eligibility would take 72 hours after you reach Vancouver.
The cancellation reason on an itinerary with multiple flights is determined by the most significant contributing factor
Unfortunately, there can be scenarios in which multiple flights on an itinerary can be cancelled, with differing reasons. Whenever there are multiple cancellations, the eligibility for compensation is based on the disruption with the most significant contributing factor.
Example: You are scheduled to depart from Toronto at 2:30 PM for a flight arriving in Vancouver at 6:30 PM, with a stopover in Winnipeg. Unfortunately, your flight is cancelled due to a mechanical issue with the aircraft (within Air Canada’s control), causing you to miss your connecting flight, which was scheduled for 5:00 PM. You are automatically rebooked on the 4:30 PM flight, arriving in Winnipeg at 6:00 PM. Once you reach Winnipeg, your rescheduled flight departing at 6:00 PM is also cancelled due to weather (outside Air Canada’s control). You are automatically rescheduled for a flight departing Winnipeg at 9:00 PM, arriving in Vancouver at 10:30 PM, four hours after your scheduled time of arrival.
Compensation eligibility: In this example, you would be eligible for compensation, as it would be determined that although the cancellation associated with your second flight was longer (three hours), the most significant contributing factor was the cancellation associated with your first flight (mechanical) which caused you to miss your connecting flight in Winnipeg. Since the cancellation in Toronto was within Air Canada’s control, and not related to safety, you would be eligible for compensation, as you arrived four hours after your scheduled arrival time (6:30 PM vs 10:30 PM).
The assessment and final determination of the root cause and compensation eligibility could take 72 hours after you reach Vancouver.
Additional conditions that need to be met to qualify for compensation
✓
We notified you of the disruption within 14 days in advance
If you received a notification of your flight disruption more than 14 days before your flight, you are not eligible for compensation.
✓
You have not been paid denied boarding compensation
You can only apply for compensation once for a flight disruption. For example, if your flight was cancelled but you were also denied boarding. If you accept compensation for the denial of boarding, then you would not be eligible for compensation for the arrival delay.
✓
Your flight disruption was less than one year ago
If you experienced a flight disruption, you have exactly one year from the date of your flight to submit a request for compensation.
✓
You have not been paid under another passenger rights regime for the same event
If you have already received compensation for a flight disruption under another passenger rights regime, you cannot apply again for the same event. For example, if you receive compensation under Europe’s EC Regulation No. 261/2004, you are not eligible for compensation under the Canadian Air Passenger Protection Regulations (APPR).
For more information about your passenger rights under government regulations such as the Canadian Air Passenger Protection Regulations (APPR) and Europe’s EC Regulation No. 261/2004, please visit aircanada.com/passengerrights.
Frequently asked questions
What is the compensation amount for arrival delays due to a flight cancellation?
The following compensation amounts apply:
Length of arrival delay due to cancellation | Amount (CAD) |
---|---|
3 - 6 hours | $400 |
6 - 9 hours | $700 |
9+ hours | $1,000 |
How can I check if I am eligible for compensation?
You are eligible for compensation if you arrived late at the final destination by more than three hours, and a final assessment determines that the most significant contributing factor was within our control and not related to safety, and if we notified you of the disruption 14 days or less in advance.
To make things easier, we have created a helpful Compensation Eligibility Tool to determine compensation eligibility. All you have to do is enter your booking reference number, your first and last name, and the date of your flight. You can access the tool 72 hours after your arrival at your final destination to find out whether or not you may be eligible for compensation. Note that due to other events/factors that may have impacted your journey, the reason for your arrival delay can evolve between your departure and your arrival and may be different from the reasons for a departure delay you were notified of previously.
If the Compensation Eligibility Tool states that you may be eligible for compensation, you can submit your claimExternal site which may not meet accessibility guidelines and/or language preferences. for consideration.
Meals and accommodation
Who is eligible during a flight disruption?
When a flight is disrupted due to reasons within our control, including for reasons required for safety purposes, you are eligible for meals if you meet the following criteria, and providing this does not further delay your travel plans:
- You are informed less than 12 hours before the departure time
- You have waited two hours after the departure time on your ticket
What amenities am I eligible for if my flight is cancelled?
If your flight is cancelled, we’ll make sure you’re well looked after, with:
- Food and drink (in reasonable quantities)
- Access to electronic means of communication (e.g., free Wi-Fi)
If you’re required to stay overnight due to alternative flight arrangements, we’ll provide you with a hotel or comparable accommodation, subject to availability, within a reasonable distance from the airport.
We’ll also arrange transportation between the airport and your accommodations.
How can I access these amenities during a flight cancellation within Air Canada’s control or related to safety?
To receive your meal, transportation, or hotel vouchers, please speak with one of our agents at the gate or customer service desk.
Good news! At select airports, we’re testing a new system to help make flight disruptions a little easier. If you’re eligible*, our new automated process means meal, transportation, and/or hotel vouchers are sent directly to you via email or SMS.
How does it work? For meal vouchers, you’ll get an email or SMS from Air Canada with your vouchers and instructions on where and how to use them. These vouchers are valid for 72 hours from when you receive them. Just remember, you need to use meal vouchers at the airport where your flight disruption occurred. For hotel vouchers, simply click the link in your email or SMS and follow the steps to book your stay. Transportation vouchers are sent the same way only if there is no shuttle service listed for your selected hotel.
Important: during this trial phase, some passengers may still need to see an agent to receive their meal, transportation or hotel vouchers.
*This trial applies exclusively to customers experiencing a flight delay or cancellation at specific airports.
How to rebook your flight
Overview
When your flight is cancelled, we will automatically try to rebook you and will advise you if you have provided your contact information. If you are already at the airport and have additional questions, you can also speak with an Air Canada representative at the gate or customer service desk.
We will attempt to rebook you on the next available Air Canada, Air Canada Rouge, or Air Canada Express flight, or with one of our partner airlines first, or with an alternate airline, as specified under the Air Passenger Protection RegulationsExternal site which may not meet accessibility guidelines and/or language preferences..
It is important to let us know if you are not satisfied with your alternate travel arrangements, so that we may look for an alternate solution. You can:
- Contact us anytime
- Speak with an Air Canada representative at the gate or at the customer service desk if you are already at the airport.
Do you prefer to no longer travel?
If none of the rebooking options provided to you accommodate your needs, and your flight is disrupted by three hours or more, or cancelled, you can request a refund the unused portion of your ticket. If your travel no longer serves a purpose as a result of the delay or cancellation, we can also return you to your point of origin and you can request a refund for the used portion.
If the flight disruption is within our control, you will be eligible to receive $400 in compensation under the Air Passenger Protection RegulationsExternal site which may not meet accessibility guidelines and/or language preferences..
Find out more about Air Canada’s Refund and Cancellation Policy.
For more information, you can visit Air Canada’s Refund and Cancellation Policy.
Would you like to make a change yourself?
If you booked directly with Air Canada (including aircanada.com, the Air Canada Mobile App, and our Contact Centres), Air Canada for Business, Aeroplan or Kayak, Google Flights, and Skyscanner, you can change or cancel your booking by visiting My Bookings.
You may also modify your reservation if you received a self-serve rebooking link from us via email.
If you booked with a travel agent or any online travel agency (for example, Expedia or Priceline), kindly contact them directly for changes or cancellations. Each partner has a unique booking system that we are unable to access in order to adjust your booking.
If you booked with Air Canada Vacations, please visit their website for available contact options.
Overview
It’s never our intention to inconvenience you. However, due to various factors such as operational requirements or commercial overbooking, we sometimes cannot accommodate you even though you have a confirmed reservation. For example, there may be a flight where we need to substitute a larger aircraft with a smaller one due to a maintenance issue, resulting in a lower number of total seats.
In these limited cases, we first ask for volunteers, offering compensation to those who voluntarily choose to fly at a later time or date. If there are not enough volunteers, our reservations system selects the needed number of passengers for denied boarding based on boarding priorities. This section explains your rights as a customer, under the Air Passenger Protection Regulations, and what you are entitled to if you are denied boarding.
Communicating with you
If you are denied boarding on an Air Canada, Air Canada Rouge or Air Canada Express flight, we will always provide written confirmation of any compensation that you may be eligible to receive.
Determining compensation eligibility
It’s important to note that compensation eligibility and the amount you may be eligible to receive for denied boarding is based on:
- The reason why you were denied boarding and whether it was within our control or for safety reasons
- The length of your arrival delay at your final destination
- Other key eligibility factors
Additional Recourse
If you feel that we have not resolved your issue to your satisfaction, you may also contact the Canadian Transportation Agency (CTA) by visiting their website at otc-cta.gc.caExternal site which may not meet accessibility guidelines and/or language preferences. or by calling 1-888-222-2592.
Compensation eligibility
The Canadian Transportation Agency has defined rules under the Air Passenger Protection Regulations that determine when a customer is eligible for compensation due to denied boarding. They include:
Key eligibility factors:
- The reason for your being denied boarding was within our control and not related to safety. Learn more.
- Your flight was not cancelled. Learn more.
- You were not offered alternative seating on the same flight. Learn more.
- You checked-in and arrived at the gate on time Learn more.
The reason for your being denied boarding was within our control and not related to safety
There are three different scenarios that could cause your boarding to be denied. Only one of them is eligible for compensation. They include:
- Situations within Air Canada’s control, but not required for safety purposes, which could include commercial overbooking. You are eligible for compensation in this scenario (subject to other factors also outlined on this page).
- Situations within Air Canada’s control, but required for safety purposes, which could include the substitution to a smaller aircraft due to unforeseen maintenance. You are not eligible for compensation in this scenario.
- Situations outside of Air Canada’s control, which could include a government/regulatory or security requirement, resulting in an overbooking situation. You are not eligible for compensation in this scenario.
Your flight was not cancelled
If your flight has been cancelled, you cannot claim compensation for denied boarding. However, you may be eligible to compensation due to the cancellation. Learn more.
You were not offered alternative seating on the same flight
If you are offered an upgraded/downgraded seat on the same flight at no extra charge/with partial refund, but refuse, then you cannot apply for denied boarding compensation.
For example, there may be a flight where a substitution to a smaller aircraft needs to be made due to a maintenance issue, resulting in a lower number of Business Class seats. We would then ask customers to move to an Economy Class seat (if available), while offering a partial refund for the downgrade.
You checked-in and arrived at the gate on time
If you do not check-in on time, or arrive at the gate late, and are denied boarding, you cannot make a claim for compensation.
Please make sure to check the recommended check-in and boarding times.
For more information about your passenger rights under government regulations such as the Canadian Air Passenger Protection Regulations (APPR) and Europe’s EC Regulation No. 261/2004, please visit aircanada.com/passengerrights.
Frequently asked questions
What is the compensation amount for arrival delays due to denied boarding?
Length of arrival delay due to denied boarding | Amount (CAD) |
---|---|
0 - 6 hours | $900 |
6 - 9 hours | $1,800 |
9+ hours | $2,400 |
Meals and accommodation
Who is eligible after a denied boarding?
When you are denied boarding due to reasons within our control, including those reasons required for safety purposes, you are eligible for meals if you meet the following criteria, and providing this does not further delay your travel plans:
- You are informed less than 12 hours before the departure time
- You have waited two hours after the departure time on your ticket
What am I eligible for after a denied boarding?
- Food and drink in reasonable quantities
- Electronic means of communication (e.g., free Wi-Fi)
- If you are required to stay overnight due to alternative flight arrangements, a hotel or comparable accommodation will be provided, subject to availability, and within a reasonable distance from the airport, along with transportation to the hotel or to the comparable accommodation, and back to the airport.
How can I access these amenities when denied boarding for a reason that is within Air Canada’s control or required for safety?
Please speak with an Air Canada representative at the gate or customer service desk. We will be able to provide meal coupons or more information on how to proceed with hotel accommodations for a denied boarding in which you are required to stay overnight.
How to rebook your flight
Overview
When you are denied boarding, we will automatically try to rebook you and will advise you if you have provided your contact information. If you are already at the airport and have additional questions, you can also speak with an Air Canada representative at the gate or customer service desk.
We will attempt to rebook you on the next available Air Canada, Air Canada Rouge, or Air Canada Express flight, or with one of our partner airlines first, or with an alternate airline, as specified under the Air Passenger Protection Regulations.External site which may not meet accessibility guidelines and/or language preferences.
If the rebooking arrangement we made does not suit your needs, please speak with an Air Canada representative at the gate or customer service desk if you are already at the airport, or call us, so that we may look at alternatives. Please be aware that if you purchase a new ticket, you may not be compensated for the disrupted flight.
Do you prefer to no longer travel?
If none of the rebooking options provided to you accommodate your needs, and your flight is disrupted by three hours or more, or cancelled, you can request a refund the unused portion of your ticket. If your travel no longer serves a purpose as a result of the delay or cancellation, we can also return you to your point of origin and you can request a refund for the used portion.
Would you like to make a change yourself?
If you booked directly with Air Canada (including aircanada.com, the Air Canada Mobile App, and our Contact Centres), Air Canada for Business, Aeroplan or Kayak, Google Flights, and Skyscanner, you can change or cancel your booking by visiting My Bookings.
You may also modify your reservation if you received a self-serve rebooking link from us via email.
If you booked with a travel agent or any online travel agency (for example, Expedia or Priceline), kindly contact them directly for changes or cancellations. Each partner has a unique booking system that we are unable to access in order to adjust your booking.
If you booked with Air Canada Vacations, please visit their website for available contact options.
Overview
We strive to handle and transport your belongings with care and work hard to ensure your checked baggage arrives with you. If things don’t go as planned, we are always ready to help with any baggage issues you may have.
If you’ve already created a delayed bag file, you can review or update your status through our online tracking toolExternal site which may not meet accessibility guidelines and/or language preferences.. If you haven't received any updates within 24 hours, please reach out.
Delayed baggage
What do I do if my baggage is delayed?
If you can’t locate your checked baggage upon arrival at your final destination, please follow the subsequent steps:
- Before leaving the airport, notify a baggage service agent of the airline with which your flight terminates.
- If you need to report a mobility aid that has been delayed, please file a reportExternal site which may not meet accessibility guidelines and/or language preferences..
- Provide your contact information, a detailed description of your baggage and contents, baggage claim stubs and your boarding pass(es) for the creation of a WorldTracer incident report.
- Once the WorldTracer incident report is complete, you will receive an incident report number made up of five letters and five numbers.
- If you haven’t completed an incident report upon arrival and Air Canada is your final carrier, please reach out.
- Check the status of your delayed baggage online. Review your fileExternal site which may not meet accessibility guidelines and/or language preferences.. If you haven’t received any updates through our online tracking tool within 48 hours, please reach out.
- In the unlikely event that the airport Baggage Service Counter can’t locate your delayed baggage within three days, we ask that you complete the Baggage Tracing formExternal site which may not meet accessibility guidelines and/or language preferences. without delay and our Central Baggage Tracing Team will take over.
- Once we've located your baggage and ensured it reaches its destination airport, it will be delivered to you via our contracted carrier in the area or FedEx.
- You may claim reasonable interim out-of-pocket expenses* upon submitting your receiptsExternal site which may not meet accessibility guidelines and/or language preferences.. The claim(s) must include all original receipts, the File Reference Number, flight information and customer names, baggage tags and boarding passes.
- Claims for delayed baggage must be submitted no later than 21 days from the date your baggage was placed at your disposal.
- If you paid to check your baggage on Air Canada, Air Canada Rouge and Air Canada Express flights, you can request to have your fees refundedExternal site which may not meet accessibility guidelines and/or language preferences..
*The Montreal Convention or the Warsaw Convention system may be applicable to your journey and these Conventions govern and may limit the liability of air carriers for loss, delay, or damage to baggage as per Air Canada's Conditions of Carriage.
Damaged baggage
What do I do if my baggage is damaged?
If you believe that your checked baggage was damaged during transport on Air Canada, Air Canada Express or Air Canada Rouge, follow the steps below.
IMPORTANT: No matter how you submit your report or file, you must complete it within seven days of receiving your baggage.
- If you are still at the airport, please advise an agent at the Air Canada Baggage Service Counter before leaving the airport.
- If you need to report a mobility aid that has been damaged, please file a reportExternal site which may not meet accessibility guidelines and/or language preferences..
- If you noticed the damage after you left the airport, we strongly recommend that you return to the airport with your damaged baggage(s), ticket(s) and baggage tag(s) to complete a report.
- You may also call our Central Baggage Office at 1 888-689-BAGS (2247). If you are currently outside of Canada or the United States, view our list of international numbers .
- You can submit your claim onlineExternal site which may not meet accessibility guidelines and/or language preferences.. When submitting your claim, ensure that you include photographs of the damage as clearly as possible, the brand and model, and in some cases the serial number, the baggage tags attached to your bags and your boarding pass(es).
- Do not dispose of your damaged item until your claim has been finalized. You’ll have 60 days to have your damaged baggage assessed, repaired or replaced.
- If you paid to check your baggage on Air Canada, Air Canada Rouge and Air Canada Express flights, you can request to have your fees refundedExternal site which may not meet accessibility guidelines and/or language preferences..
Exceptions
- The Montreal Convention or the Warsaw Convention system may be applicable to your journey and these Conventions govern and may limit the liability of air carriers for loss, delay or damage to baggage as per Air Canada's Conditions of Carriage.
- Failure to report a claim for a damaged bag within the prescribed time limit releases Air Canada, Air Canada Rouge and Air Canada Express from any liability. Air Canada, Air Canada Rouge and Air Canada Express are not liable for any damage considered to be normal wear, or damage caused to baggage that is unsuitably packed, overweight or over packed, or otherwise related to inherent defect, quality or vice of the baggage.
- Air Canada, Air Canada Express and Air Canada Rouge are not liable for any damage resulting from inspections by federal authorities responsible for security screening. Please contact the Canadian Air Transport Security Authority (CATSA – Canadian airports) or the Transportation Security Administration (TSA – US airports) if you believe the damage to your baggage occurred as a result of an inspection by one of these authorities.
- While we make every attempt to ensure your baggage is handled with care, please note that we are not responsible for cosmetic damage. Our Baggage Claims Team will make every effort to offer a satisfying final resolution in line with Air Canada's Conditions of Carriage.